Customer Service Team Lead – Escalations & Performance

Infosys; Hartford (CT); On-site; USD 90,000 - 140,000; Full time

Job summary

Infosys BPM Limited seeks an experienced leader to manage a team of executives in customer service operations in Hartford. You will supervise day-to-day delivery, ensure KM/compliance, own escalations, and meet client commitments.

You will coach, plan resources, oversee governance, and drive quality improvements across teams. You will partner with cross-functional areas to boost customer satisfaction, handle incidents, and mentor staff on process improvements, Six Sigma and lean projects.

Qualifications

• High School Diploma or GED equivalent.
• At least 4 years of experience relating to the job description.

Responsibilities

• Effectively manage teams including resource planning, career planning, performance management, attrition management etc.
• Coach and help develop team members; bridge knowledge gaps and overcome skill and will issues.
• Partner with Sales, Business Care Managers and NBSC Voice representatives to ensure Customer satisfaction.
• Handle user/customer escalations and formulate actions to resolve concerns until resolution.
• Regularly formulate and execute internal and external governance.
• Effectively handle client escalations and actions to resolve concerns.
• Work with operations managers to obtain resources like training and support.
• Conduct quality assessment of agents’ performance and identify trends for improvement.
• Ensure team members have necessary knowledge and training to deliver targets.
• Familiarize the team with latest process updates and changes, targets.
• Identify process improvement ideas and mentor on Six Sigma / lean projects.
• Team leads will have program level customer experience targets to achieve.

Skills

Team leadership

Resource planning

Performance management

Coaching

Customer service operations

Escalation management

Governance

Training

Six Sigma

Lean

Process improvement

Education

High School Diploma or GED Equivalent

Job description

Infosys BPM Limited seeks an experienced leader to manage a team of executives in customer service operations in Hartford. You will supervise day-to-day delivery, ensure KM/compliance, own escalations, and meet client commitments.

You will coach, plan resources, oversee governance, and drive quality improvements across teams. You will partner with cross-functional areas to boost customer satisfaction, handle incidents, and mentor staff on process improvements, Six Sigma and lean projects.